Thompson Playa del Carmen Main House

Ask for Joel at the pool/bar. He was the best and made our family feel so welcomed. Brought our Shirley temple shots for the kids and provided an incredible experience all day. Kids loved the pizza by the pool too!

We visited the Beach House and stayed in their Panoramic suite on the top floor. They only have 3 of these rooms and they are situated right on the beach. The views from this room were spectacular and worth the money from our perspective. Before going into more detail on the room, I just want to call out a couple of people at the hotel that really enhanced our stay. The first is Soraya. She was working the front desk in the lobby for several nights through our stay (3-11 shift). She was always so pleasant, helpful, kind, and informative. She lives in Playa and knows all the good restaurants to go to (the ones further into the city from Quinta Avenida, most of which are more expensive and touristy vs. authentic). She always had a big, genuine smile on her face, and always was eager to assist us. I give Soraya FIVE (5) STARS, very well earned. The 2nd person was Javi - the supervisor of the pool area restaurant. Great personality, interesting to talk to, and understands the spirit of good service. Javi also gets FIVE (5) STARS, as he earned it as well. Moving on to the room: The layout of the furniture in the room leaves a bit to be desired. The TV stand is built into a credenza that sits in an awkward location, contributing to my biggest complaint about this room - wasted space. In addition, we carry our own Roku on vacation and had to have their maintenance people come up and remove a wood back on the TV stand just so we could plug in the Roku. Further about the layout, the room is quite large and could easily have fit another double bed, and more living room furniture. The seating area was also very poorly lit, lacking any lamps or overhead lighting of any kind. The AC worked well during our entire stay. The water pressure was very good, and except one evening, the hot water was always sufficiently hot. On one evening, it was very warm vs. hot and this could have been because I showered at a time in the evening when perhaps everyone was or had to get ready for dinner. The water also had a chemical smell to it that was unpleasant; it wasn't chlorine, and I could not put my finger on exactly what it was, but it was unpleasant. There were a couple of light bulbs out in the room but we never reported this as it never rose to the level of being bothersome. On the balcony, we had a hot tub that got warm at best. In addition, the button on the top side to turn it on did not work. During our first full day there they did have maintenance come up (without us asking) to check on it. This is when I was instructed on how to turn it on. It was a nice perk, but given it really did not get more than warm, not one we used more than about 25 minutes in total. Also on the balcony we noticed the roof was missing paneling which exposed metal beams that were significantly rusted. This rust actually fell on the balcony making a noticeable bit of a mess. This is the case with every room in this hotel on their top floor. Apparently, the paneling was removed or blew off as a result of weather over a long period of time. Bottom line - they need to fix this. The one king bed in our room was comfortable enough, although a bit firm for my taste. We had enough pillow and the comforter and sheets were comfortable enough. We had our 5 year old son with us so we asked for a roll-away bed, which they promptly provided. Definitely would not have been comfortable for an adult to sleep on as you could feel the springs easily. However, he slept soundly all 5 nights we were there. Our housekeeper really kept the room up for us, proving ample replacement of towels, tissue, bottled water, etc. We had no complaints about housekeeping at all. The location of the Beach House is just past Quinta Avenida and after a certain point in the day they put up signs indicating no vehicle traffic. We arrived to the area around 5:30 PM so the signs were up at that point. As a results, we had to walk from 10th Avenue a couple of blocks to the hotel. This was not the case when we left, and the taxi picked us up right outside the entrance. The beach area is public and where this hotel is located is somewhat small, but plenty of more beach to walk down going the other direction. However, the hotel also has beach loungers and umbrellas setup within the hotel property that face right to the beach and even are surrounded by sand. A very nice touch and even better than sitting on the beach as the water was really only a short 20-30 steps away. Our check-in process was a little awkward and lacked smoothness. The young man that was there when we checked in seemed newer and lacked a bit of service refinement. However, the other gentleman that was there with him got it all smoothed out - I believe his name was Israel or Ishmael. He was definitely nice man, who seemed to have more service experience. Incidentally, I would also give him FIVE (5) STARS. He was there the night of check-in and the next evening as well, then followed by the previously mentioned Soraya. Regarding the onsite restaurant at the Beach House, it was ok. The guac was good, but the fried fish and fries were just ok and over-priced. The margaritas were also pretty weak and expensive. However, the beer was ice cold and over-all when you factor in the convenience of staying at the hotel, it was a good experience. Overall, we enjoyed our time at the Hyatt Centric Beach House in Play Del Carmen, and would consider staying there again in the future. With some relatively minor improvements, this hotel could be quite a gem, given its location and all 27 room can view the ocean. It needs some updates/renovations, and a bit more training and experience for some of the service staff. If these issues are addressed, it could easily be a nearly flawless vacation experience.

Was glad to see the renovation bring the hotel back to where it was when I first came there. Highly recommended right in the middle of Playa del Carmen.

Soraya was one of the most helpful concierge/front desk woman I have ever encountered. Not only was she extremely kind but also very funny and always acadating

Staff were great. Food was great, although drinks a little expensive. We had a cabana and our waiter Ernesto was attentive and fantastic! Biggest distraction was that the place is now kid friendly. Lots of kids splashing and making more noise than we wanted getting away for us as a couple. They could benefit from having an adults only area.